Updated: May 25, 2018
TinyFrog Technologies is pleased to support its WordPress Secured Hosting & Maintenance service with this Service Level Agreement (“SLA”). This SLA is incorporated into Client’s Agreement and made a part of it. Terms not defined in this SLA have the definitions set out in the Agreement. While we will not modify this SLA arbitrarily, we may do so from time-to-time. Should we make a material change to this SLA, we shall notify Client (e.g. by email). The notification will set out the effective date of any changes. It is important that Client review the SLA completely.
Secured Hosting Service Availability
TinyFrog Technologies will provide hosting service availability of 99.95% (“Service Availability”), calculated on a calendar month basis. The Service Availability will be calculated as follows:
[Total number of minutes Service is available in a calendar month DIVIDED BY
(Total number of minutes in a calendar month LESS Excused Downtime)]
“Excused Downtime” means:
1. Downtime caused by a non-standard environment, Client machine access, Client’s violation of the Agreement, Client authored code or changes to the Site or Services by parties other than TinyFrog Technologies, or use that exceeds Client’s plan capacity (e.g. visitors that exceed the limit for the Client’s plan);
2. Scheduled Server Maintenance. Server maintenance window is Monday through Sunday, 8:00 pm PST to 2:00 am PST. During the server maintenance window, downtime can occur for a few minutes on the server.
3. Emergency Server Maintenance (e.g. in order to apply a patch to address a security vulnerability); and
4. Force Majeure events.
TinyFrog provides WordPress maintenance of Client’s website on a monthly schedule. The WordPress maintenance service includes updating plugins & themes to the latest released versions.
WordPress Core updates are done several weeks after the latest core release, once all testing is complete, and the core updates are implemented through WP Engine servers.
At times, TinyFrog may request plugin or theme license information from Client in order to complete the WordPress maintenance service. Delays in WordPress site maintenance schedule may occur Client does not provide said information in a timely manner.
If there are any questions regarding this SLA, you may contact us using the information below.
4455 Murphy Canyon Rd., Ste. 100
San Diego, CA 92123